Smartsheet incident
Salesforce connector is experiencing intermittent issues
Resolved after 10 hours 26 minutes, affecting Salesforce Connector and Customer Support Portal, on September 16, 2026.
On September 16th, 2026, starting at approximately 3:36 AM PDT, customers began experiencing intermittent errors with the Salesforce Connector and with creating cases through the Customer Support Portal. The issue was caused by a widespread outage at our upstream CRM service provider, which affected instance stability and API availability across multiple regions. Our team began monitoring the provider's status closely once impact was confirmed and worked in parallel with them as they rolled out a fix fleetwide. The rollout proceeded in stages and needed to be reapplied to a subset of instances before it fully took hold, which is why customers continued to see intermittent errors throughout the morning even as conditions improved. By 11:51 AM PDT we were observing sustained stability, and our upstream provider confirmed full resolution on their end at approximately 11:59 AM PDT. We confirmed the Salesforce Connector and Customer Support Portal were fully restored and operating normally by 2:02 PM PDT. Some customers who had connectors actively refreshing credentials during the outage window may have been left with an expired authentication token as a residual effect, since our provider's authentication endpoint was also impacted. Affected customers can resolve this by reconnecting the Salesforce Connector to obtain a fresh token and re-enabling any workflows that were disabled as a result.
Affected components
Update timeline
- investigating Sep 16, 2026, 10:36 AM UTC
We are currently investigating this issue. Services related to Support ticket creation may also expericence issues. Our team is actively working on a resolution and will share updates until the issue reaches monitoring status.
- identified Sep 16, 2026, 11:27 AM UTC
This issue has been identified and a fix is being implemented in coordination with our partners.
- monitoring Sep 16, 2026, 12:40 PM UTC
A fix rollout is in progress. We will continue to provide updates as we monitor impact.
- monitoring Sep 16, 2026, 03:31 PM UTC
We are observing stability being restored for the Salesforce Connector and creating Support Cases through the Customer Support Portal. We are continuing to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.
- monitoring Sep 16, 2026, 06:51 PM UTC
We are observing continued stability for the Salesforce Connector and Customer Support Portal. We will continue to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.
- resolved Sep 16, 2026, 09:02 PM UTC
The Salesforce Connector and Customer Support Portal functionality have been fully restored and are operating normally. The incident is now resolved.
- postmortem Sep 23, 2026, 04:50 PM UTC
On September 16th, 2026, starting at approximately 3:36 AM PDT, customers began experiencing intermittent errors with the Salesforce Connector and with creating cases through the Customer Support Portal. The issue was caused by a widespread outage at our upstream CRM service provider, which affected instance stability and API availability across multiple regions. Our team began monitoring the provider's status closely once impact was confirmed and worked in parallel with them as they rolled out a fix fleetwide. The rollout proceeded in stages and needed to be reapplied to a subset of instances before it fully took hold, which is why customers continued to see intermittent errors throughout the morning even as conditions improved. By 11:51 AM PDT we were observing sustained stability, and our upstream provider confirmed full resolution on their end at approximately 11:59 AM PDT. We confirmed the Salesforce Connector and Customer Support Portal were fully restored and operating normally by 2:02 PM PDT. Some customers who had connectors actively refreshing credentials during the outage window may have been left with an expired authentication token as a residual effect, since our provider's authentication endpoint was also impacted. Affected customers can resolve this by reconnecting the Salesforce Connector to obtain a fresh token and re-enabling any workflows that were disabled as a result.
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